We are seeking an experienced End-User Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.

Responsibilities

- Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh ( 25%).
- Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
- Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
- Handle onboarding/offboarding tasks and miscellaneous IT requests.
- Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
- Conduct User Acceptance Testing for new images and projects.
- Manage OS and application patching/feature updates.
- Deliver global new-hire IT orientation and remote training.
- Create and maintain end-user instructions and technical documentation.
- Support company-wide town halls and customer engagement events.
- License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.
- Ensure effective ticket and queue management.
- Provide VIP support for Customer C and C+1 team ( 75 users).
- Interface with hardware vendors for planning and problem resolution.
- Configure and troubleshoot VPN clients; coordinate with Command Center.

Required Skills & Qualifications





- Strong knowledge of hardware troubleshooting for PCs and peripherals.
- Experience with OS patching, application updates, and Citrix VDI environments.
- Familiarity with Windows 11 rollout and domain migration.
- Excellent communication and documentation skills.
- Ability to manage multiple priorities and work under pressure.
- Experience in handling VIP support and global end-user training.

Preferred Qualifications

- Bachelor's degree in Computer Science, Information Technology, or related field.
- IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
- Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.
- Knowledge of ITIL processes and best practices.
- Prior experience in global IT support environments and handling large-scale rollouts.
- Familiarity with security incident management and compliance standards.
- Technical Expertise: Proficient in end-user computing and troubleshooting across hardware, OS, and applications.
- Problem-Solving: Ability to diagnose and resolve complex technical issues quickly.
- Customer Focus: Strong commitment to delivering high-quality support and ensuring user satisfaction.
- Collaboration: Skilled in working with cross-functional teams and external vendors.
- Adaptability: Comfortable handling urgent requests and agile priorities.
- Communication: Clear and professional communication for training, documentation, and stakeholder updates.
- Process Orientation: Attention to detail in ticket management and compliance.

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📌 End-User Support Specialist (New South Wales)
🏢 American IT Systems
📍 New South Wales